SaaS Tier 2 Support Specialist, Payment Product

 About Us - Newbook 

Newbook provides award-winning Online Booking and Property Management Systems to transform the way the hospitality and tourism industry does business. Innovation and excellence are at the heart of what we do, and we strive to give our clients the very best to help them reach their full potential. The success of Newbook is driven by the unique contributions of its people. We have created an open, flexible, and supportive environment that inspires diversity and enables everyone to thrive. We would love for you to consider joining our amazing team! 

Check out our website to find out more: www.newbook.cloud

About The Role 

Newbook is venturing into new territory, and we are seeking a support specialist that knows all things payments to join our collaborative and committed Support team. As the Payments SME in the Support team, you will be entrusted with delivering a friendly, enthusiastic, and customized support experience for our amazing customers using our platform. You are the missing puzzle piece to help us bridge any knowledge gaps that may arise. Through extensive knowledge of merchants services and payments ecosystem, you will analyze, investigate, and resolve complex payments and software related issues. While you may encounter problems that can be resolved through a number of our existing resources, you may also have to troubleshoot an issue that we have not yet had the chance to tackle. 

What You Will Do:

Case Handling

• Provide guidance and support to clients over phone and email, ensuring to register and classify cases based on severity and priority 
• Utilize existing knowledge base, manuals or other reference materials to resolve cases
• Proactively investigate and resolve cases while collaborating with team members
• Contribute and update our knowledge base and communities
• Accept and retain ownership of requests, provide regular updates to support and /or customers on the status of each request and manage aging of assigned requests
• Handle interruptions well and move between tasks with ease while still meeting deadline

Escalations

• Collaborate with product or engineering to troubleshoot and triage issues for customers.
• Analyze payments related issues from other team members to assist triaging and troubleshooting
• Replicate and log reported bugs in bug tracking system
• Escalate cases to Escalation or R&D Engineers when required

Subject Matter Expert

• Serve as subject matter expert for payments ecosystem and lifecycle
• Possess a deep understanding of the organization's software, staying current with system information, changes and updates, and escalate more complex inquiries
• Update documentation regarding payments support to share knowledge of payments with the rest of the organization.
• Leverage extensive knowledge of payments lifecycle to troubleshoot and triage unknown errors. 
• Assist in actively training existing and new support representatives around aspects of supporting payments.

What You Will Need: 

• 2+ years of product support experience in technical, payments related support position
• Bachelor’s degree in Business Applications, Computer Science, or a related field is desired or equivalent work experience.
• Previous Merchant Service,  Banking, or Financial experience required. 
• Experience with credit card processing is a must. 
• Computer/IT Certification a plus (or equivalent years of work experience)
• Excellent interpersonal communication skills, both verbal and written, and ability to remain calm and professional in all circumstances
• Excellent phone skills, which includes actively listening and developing effective questioning techniques to resolve issues
• Excellent knowledge of customer service principles and practices with previous customer service experience
• Proven ability to resolve escalated technical issues by quickly identifying problems, forming solutions, including customized solutions that are outside of the generally accepted use of a product function, and executing step-by-step troubleshooting procedures
• Excellent understanding of the general aspects of the job, including thorough knowledge of relevant software computer applications and equipment
• A positive, professional, solution-oriented, enthusiastic and team-oriented attitude
• Demonstrated ability to handle interruptions well and move between tasks with ease while still meeting deadlines
• Ability to follow department processes and procedures
• Experience utilizing CRM systems

All applicants must be currently authorized to work in the United States on a full-time basis.

Location: Primarily REMOTE

• Storable is a fully distributed company, but is currently only registered for employment in certain states. To be eligible for employment, you must reside in the following states: AL, AZ, CA, CO, CT, FL, GA, ID, IA, IL, IN, KS, KY, LA, MA, MD, MI, MN, MO, MS, NC, NE, NJ, NM, NV, NY, OH, OK, OR, PA, SC, TN, TX, UT, VA, WA, WI, WY

Most of our roles are remote, while certain positions in Costa Mesa, CA offer hybrid work flexibility. For CA hybrid roles, candidates must be located in Costa Mesa, CA.

About Us:

At Storable, we’re redefining property management for specialty real estate. Tailored for the self-storage, marine, and RV & camping industries, we seamlessly integrate management software with marketplace listings, websites, CRM, insurance, payments and more. Dedicated to empowering owners and operators, Storable helps you win more every day. Explore our platform solutions at www.storable.com. 

At the heart of Storable is our “Do More Be More” culture, which reflects our dual commitment to delivering exceptional value to our customers and fostering the personal and professional growth of our employees. We strive to empower our team and our customers to achieve more than ever before.

Benefits and Perks: 

• Generous health coverage for you and your family, including short- and long-term disability coverage, two-times base salary company-provided life insurance, emergency loans, legal coverage and more.
• 401(k) match after 60 days, 100% vested after 1 year
• Employer contribution to your HSA, plus a HRA to help offset your deductible.
• Engage remotely! Since 2020, we’ve transitioned to a fully remote environment but that doesn’t mean we’re not connected. We continue to run regular contests, trivia games, and virtual happy hours!
• Instant-access and flexible vacation. We trust you, so we have a ‘take what you need’ vacation policy. No waiting to use it or need for accruals.
• Do More, Be More – company rewards and recognition that add up and can be redeemed for personalized gifts and experiences! Storriors have been able to enroll in scuba certification classes, travel overseas, and redo their back patio among many other things.
• Company anniversaries, birthdays, weddings, adding children to a family, first-time home buyers and more are celebrated.
• We encourage you to get active in the community by joining one of our offsite volunteer and community service events and by using volunteer PTO time.
• Self-care matters, so we offer the opportunity to take a load-off and enjoy a mental health day outside of your normal PTO time.
• Fully-paid parental leave: 12 and 6 weeks for primary and secondary caregivers respectively.
• ’Paw’ternity Leave and Pet Bereavement - we understand that pets are a part of the family and have generous time-off policies, which honor that commitment.
• Caregiver Leave: four weeks of fully paid time away from work to take care of aging dependents or family members, if needed.
• Monthly home data stipend added directly to your paychecks to help cover the cost of home internet, plus a home office sign-on bonus of $250.
• Comprehensive fertility care to support your journey towards parenthood. From fertility treatments to consultations, we've got you covered.
• Access a range of mental well-being resources for yourself and your dependents, including counseling services, stress management programs, and mindfulness workshops
• We offer financial experts to all our team members to help you make informed decisions and achieve your financial goals.
• We offer break initiatives that promote relaxation, ensuring you can recharge and bring your best self to both work and personal endeavors.
• Early Wage Access with DailyPay, this is an optional benefit that allows you to get your pay any time before payday and easily track how much you’re making.
• Direct Student Loan Payment Program, Storable has partnered with Fidelity to make a contribution directly to your loan servicer, some qualifications and eligibility rules apply.

Don't check all the boxes? Studies have shown that women and people of color are less likely to apply for a job unless they meet every single qualification, especially in the tech industry. At Storable, we are devoted to strengthening and upholding a diverse, inclusive, and authentic workplace. If you’re excited about this role but your professional background doesn’t perfectly align with the qualifications above, we encourage you to apply. Even if this role isn’t the right match, we would love to have your resume on file for future opportunities!

Storable is committed to providing equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Storable will provide reasonable accommodations for qualified individuals with disabilities.

Important Notice: Protect Yourself from Fraudulent Activities Targeting Job Seekers

We’ve been made aware of fraudulent activities where an individual or group is pretending to represent Storable, attempting to deceive job seekers by using our company's good name and stellar reputation.

To protect yourself, please consider the following guidelines:

- Official Communication: All genuine communication from Storable will come from official email addresses, ending in “@storable.com.” Be cautious of any communication that doesn’t match this criteria.
- No Unsolicited Offers: We do not extend job offers without a formal interview process. If you receive an unsolicited job offer claiming to be from Storable or any of its representatives, it’s a red flag.
- Verification: If you’re uncertain about the legitimacy of any job offer or communication claiming to be from Storable, please directly contact our HR department directly at [email protected] for verification.

Your security and trust are paramount to us. If you suspect you’ve been contacted by someone falsely claiming to be from Storable or using our company's name for any dubious purpose, please immediately report the incident to [email protected]